How best to phrase this?

[Morgan]

I know by law you have to display your phone number on your website and I do but how can you phrase saying heres my phone number but I'd rather you didn't use it? :redface: I do say for a quicker response contact us by email on [email protected] which is our preferred method of communication.

The problem is that as well as my online shop, I run another business which means I'm out of the house most of the day doing that and then I process my orders for the online shop that night when I get in. Therefore emails are better really as I can respond to them that night.

I don't want my phone diverting to my mobile as I'm rarely in a position to answer it in the day plus I would need to be in front of my pc in order to answer most questions. I don't think diverting the number to an answering service would be the answer as they'd still want a call back but in most cases I wouldn't be able to respond till that evening but also the size of my business it's not going to be cost effective.

Does anyone else have the same problem?

 

[jim_gold]

I personally like to see a phone number on a website - it gives me a more solid impression of the business.

However, if you make it clear that the fastest way to get a response is by completing your online support form, you will have less calls coming through.

What many people do is to clearly stipulate what the phone number is for. I.e. for particular business divisions the phone number can be used, but for say, sales and support questions the form must be used. Some use separate form requests for the different business functions.

 

[Jenni384]

You could say 'phones are not manned between x and x hours; for a faster response please email' or words to that effect.

 

[Helenw6781]

oooh thats a good phrase! I dont no if it helps but I have the same problem with people ringing all hours, so I have got an internet phone which plugs into my router, so if it rings I know its business!! rather than my home phone

 

[Morgan]

Problem with saying about the phones not manned between x and x is that I am out most of the day!! It's never a set time I can say I am definately in to answer the phone.

I have a separate number for my business calls its not that I can't distinguish its just that I'm not there. I think people ring and get no answer (well they get the answer machine) and most don't leave a message. Failing me saying "look I run another business and will not able able to return your call till this evening" which looks awful and like I am not serious about the shop.

I thought it was the law to display a number so there is no question of me not displaying it? Even if it isn't the law, as Jim_Gold says it gives a better impression to customers I think to show a phone number. I do clearly say emails will get a quicker response. You know what people are like though they don't read things properly - I also say items are not available for pick up and I STILL get people coming to my house.

 

[Helenw6781]

mmm maybe you say "here is the phone number to our automated phone service, Please leave a message... etc etc, that should put people off!"
thing is I think its just one of those things you have to put up with!

( i think is IS law to display a number, all thought I dont! I think I will get another number direct to an answerphone which says "welcome to xxxxx, thanks for calling. for a quicker response please email us at: xxxxxxx or leave your message and we will get back to you with in 48hrs etc? )

 

[Jenni384]

If people come to your house, then you need to make your address harder to find on the website eg in a small link on the bottom. Therefore the legal requirement of an address is satisfied but people have to really hunt for it.

I would make a point of saying "Phones are unmanned. If you wish to leave an answerhone message, we will get back to you within x working hours. however for a swifter response please email us."

 

[Morgan]

Thanks both good ideas there!

As an aside, I do worry that my lack of ability to answer the phone straight away that I lose out of business from it. It seems that no matter how much faq I can put up, how much information I put on the site, people always want to speak to someone!

 

[Helenw6781]

Yes I know I have the same problem, and I REALLY dont like being put on the spot via the phone!! most of the time its not some thing I can answer straight away any way! and yes I agree it doesnt look very good when phones are not answered but its just one of those things I guess!

 

[Morgan]

Yes I know I have the same problem, and I REALLY dont like being put on the spot via the phone!! most of the time its not some thing I can answer straight away any way! and yes I agree it doesnt look very good when phones are not answered but its just one of those things I guess!

Lol yes me too!! Glad I'm not the only one. A lot of things take some looking up/looking into before I can answer them or because some things I dropship I will need to speak to my suppliers (but you don't want to say that to customers).

The reason I think I loose business is because when I am home, the phone often rings whilst I am there.

What is it you sell Helenw6781 (catchy name you have!!)

 

[Helenw6781]

Hi Morgan,

I sell Horse riding equipment ! but im finding the market quite hard so am wondering if its worth all the stress!!

I have started doing "cheap" web design though and infact am getting more interest though that than any thing else, plus i love doing it!! so Im thinking that is the future for me!

 

[Justin_B]

I know by law you have to display your phone number on your website

Is this true?

I know several long established sites that don't.

e.g. www.wiggle.co.uk - the UK's largest online cycle spares retailer

 

[heidi]

There are some companies out there who will answer the phone on your behalf and then text you a message about the caller, ie, whether its urgent or can wait until you get home.

I think they work in a call centre and offer this service to lots of different business' but when your number flags up they answer it 'Good morning, your company name'.

Might be worth investigating so those who insist on calling your number do actually get someone, although they won't be able to help with queries.

HTH.

 

[ken_uk]

How about something like

TEL NO xxxxxx - for corporate or legal purposes only. Please use support form for all other queries.

Or something like that...

 

[wevet]

I thin the legal requirement is to display your address. Displaying your phone number is an optional extra.

If you use a landline you could always set it up to re-direct to your mobile

 

[ServersandSpares]

I don't think you have to display your phone number on your website, although as a customer I never buy from a site that doesn't display a number but thats just me.

If you look here http://www.companieshouse.gov.uk/companiesAct/implementations/oct2008.shtml I believe these are the legal requirements.

Julie

 

[adventurelife]

Not sure what the solution to your issue is but I am 100% sure that by not displaying your phone number you will lose business.

By displaying and not answering you will also lose business a lot.

Today's society live in the fast lane and they want answers quick or they move onto the next website/supplier.

I would be finding a solution fast as it is costing you money.

How diverting the calls to a stay at home mum that you could train up and she gets paid by call answered ?

 

[Morgan]

I don't know any stay at home mums or anyone who stays at home who could even take the calls in my absence.....

Umm.....maybe I could divert the calls to a new mobile to monitor how many calls i'm actually getting a day?

 

[zoezoe]

1. There is no legal requirment to display a phone number
2. If yuo wanted a number on the website - you could have a number on the website and diverted to a answer phone which you collect a couple of times a day
3. you could use a virtual answer service - we use http://www.ultimate-office.co.uk/ who answer our calls, take messages or put them through. Whatever we want.

I hope this helps

 

[Morgan]

The problem is that even if I divert to my mobile, chances are I still won't be able to answer the phone and people will just hang up without leaving a message as I am suspecting they do now with my landline. If I did answer then its not going to sound very professional if I can't answer their question there and then and potentially won't be able to till I get home which might be half an hour, might be 5 hours?

Whats the ball park figure on how much a virtual answering service would cost?

 

[adventurelife]

I don't know any stay at home mums or anyone who stays at home who could even take the calls in my absence.....

Umm.....maybe I could divert the calls to a new mobile to monitor how many calls i'm actually getting a day?

Because we are all web focused it is easy to forget the basics of business. Phone based business still dwarfs email/web ordering business. Most people still want to talk to someone.

I have a few competitors who do what you are doing and it is scary how much business I pick up because of it.

I advertise 9am to 9 pm and that is about to go to 24hrs

A few years ago my phones went down due to BT in the space of a few weeks I lost thousands.

The webs will never replace human contact for a lot of business/people

 

[PI Guy]

Thanks both good ideas there!

As an aside, I do worry that my lack of ability to answer the phone straight away that I lose out of business from it. It seems that no matter how much faq I can put up, how much information I put on the site, people always want to speak to someone!

use these guys
http://www.kbswindon.co.uk they are very good

 

[Cornish Steve]

I don't understand why some people think a business is more credible with a phone number displayed at their website. Try finding a phone number for eBay, for example, or some of the other huge online retailers. They don't do it because they want all contact to be via email. It's cheaper and keeps their costs low.

As for the government telling us what should and should not be displayed on a website, it's none of their business really. If there's value in posting an address, companies will do it; if there's no value, they won't. Simple. Why does the government believe it has to meddle with every little aspect of business? The more regulation, the less companies can grow and the greater the burden on small business.

If, as others have suggested, it's not required to post a phone number, why do so? If mailing address is required, use the smallest font available on the least frequented screen - unless you see a good reason for every Tom, Dick, and Harry knowing where you are.

 

[owbe]

"Calling this number will direct to an answer-phone service, and is solely for the use of disputed transactions [<--- change to whatever you think is appropriate]. For a faster, more accurate response, please email [email protected]. Any unrelated phone messages will be ignored and subsequently deleted."

 

[Martin P]

Because we are all web focused it is easy to forget the basics of business. Phone based business still dwarfs email/web ordering business. Most people still want to talk to someone.

I have a few competitors who do what you are doing and it is scary how much business I pick up because of it.

I advertise 9am to 9 pm and that is about to go to 24hrs

A few years ago my phones went down due to BT in the space of a few weeks I lost thousands.

The webs will never replace human contact for a lot of business/people

Do you have staff to answer the phone?

Or do you outsource the calls after a certain time?

 

[ServersandSpares]

I don't understand why some people think a business is more credible with a phone number displayed at their website. Try finding a phone number for eBay, for example, or some of the other huge online retailers. They don't do it because they want all contact to be via email. It's cheaper and keeps their costs low.

As for the government telling us what should and should not be displayed on a website, it's none of their business really. If there's value in posting an address, companies will do it; if there's no value, they won't. Simple. Why does the government believe it has to meddle with every little aspect of business? The more regulation, the less companies can grow and the greater the burden on small business.

If, as others have suggested, it's not required to post a phone number, why do so? If mailing address is required, use the smallest font available on the least frequented screen - unless you see a good reason for every Tom, Dick, and Harry knowing where you are.

I quite agree with some of this. For me, and perhaps its down to the business we are in that makes me think this way, but a business with a telephone number strikes me as having nothing to hide. Now, that is just the way my brain works, rather than a company not having a telephone number not being trustworthy or credible. 95% of the time, I might never use that number but its there if there was a problem and I wanted to use it.

Thee are a lot of companies I'm sure who even if you have a telephone number are couldn't care less about customer satisfaction, ebay as an example, I have a telephone number being a powerseller. Is it worth using? Absolutely not! So I guess it comes down to an individuals perception or interpretation of things.

There are a lot of stupid rules and regulations brought in by this government, after all they would struggle to survive without another new 20 enquries per day ... however thats something different.

As a consumer, a supplier and reseller, and online seller, I see no good reason why anyone would want to hide a mailing address where a customer couldn't find it, unless your business address is also your home address, in which case there are easy ways around this such as using a registered address which could be your accountant. Thats nothing to do with what the government says we can and cannot do.

Julie

 

[Cornish Steve]

For me, and perhaps its down to the business we are in that makes me think this way, but a business with a telephone number strikes me as having nothing to hide.

But does it really matter whether the contact info is a phone number or an email address? What if your business is completely virtual and you attract customers from around the globe? A phone number would be almost meaningless. As you rightly point out, it depends on the business you're in.

95% of the time, I might never use that number but its there if there was a problem and I wanted to use it.

But the company must man the phone, train someone to answer the phone, pay at least minimum wage and for all the entitlements the government impose on employers, etc. For some companies, this is the difference between making it and not making it financially.

There are a lot of stupid rules and regulations brought in by this government, after all they would struggle to survive without another new 20 enquries per day ... however thats something different.

Yup. Scrap the lot of them - except for anti-discrimination laws. The free market can do a much better job, and we wouldn't have to pay billions every year on paper-pushing.

As a consumer, a supplier and reseller, and online seller, I see no good reason why anyone would want to hide a mailing address where a customer couldn't find it, unless your business address is also your home address, in which case there are easy ways around this such as using a registered address which could be your accountant.

But what if the company doesn't want to? What good is displaying an accountant's address? Anyone who's serious can look up company registration information online and pull a mailing address and email address. I see no purpose whatsoever in forcing companies to display an address on their website.

 

[HSLS]

I think it is important to have a telephone number, as people sometimes like to speak to a 'real person' I have a similar problem in not being available to answer the phone, and use csnotepad (who I believe is a member here). Extremely professional service, very reasonably priced and I would highly recommend them.

 

[Morgan]

What do they say Helen when they answer and the customer wants to ask a question about XYZ? Doesn't the customer wonder why they can't get what might be a simple answer?

 

[virtual public]

Hi
Consider about marketing in a community which is interested in horse riding.

 

[Esk247]

What do they say Helen when they answer and the customer wants to ask a question about XYZ? Doesn't the customer wonder why they can't get what might be a simple answer?

officebird.co.uk <<< free promotion for someone on this website who is very good!

cheap rates..they answer the phones for you and have an information pack i presume ready with the receptionist...they can answer off the cuff questions that your customers may ask..for anything detailed they take the customer numbers/contact details and say someone will get back to them a.s.a.p..they then text you or telephone you and leave you to get back to the customer about detailed enquiries << pretty much anyway.

virtual receptionists are the future people..no minimum wages or employment laws..outsource it.

 

[HSLS]

What do they say Helen when they answer and the customer wants to ask a question about XYZ? Doesn't the customer wonder why they can't get what might be a simple answer?

I give them the information they need to be able to answer the usual sort of queries. They also answer the 'phone with my business name.
I'm not sure how it works their end, but clients seem happy with it. If they can't answer they just let the client know that I am not available but will give them a call as soon as I can.
They also now do outbound calls, so if I don't have chance to 'phone someone I can ask them to do it (via email or text) with the information I need passing on.

 

[ServersandSpares]

But what if the company doesn't want to? What good is displaying an accountant's address? Anyone who's serious can look up company registration information online and pull a mailing address and email address. I see no purpose whatsoever in forcing companies to display an address on their website.[/quote]


I agree totally, but you should see how many people aren't serious, we get a sackful of mail each week addressed to the company secretary, or with the wrong name etc because they have been pulled from some incorrect list somewhere, usually Thompson Local who make it up as they go along! I honestly do think it depends on the nature of your business, and your personal preference, as you can't please everyone all of the time, the trick is knowing what to do for your own business.

I think as well, from my own point of view and experience of fraudulent attempts to purchase from our site, I assume, rightly or wrongly, that there are just as many bogus sites as there are bogus customers out there.

Julie

 

[phillip@ysatisfy]

I also think you need your phone number on your website. It really improves customer confidence in your service offering. I think if you include a message notifying users that your number is unmanned, but you will respond to their query in a given time, that would be ok. The key is to deliver to your customers expectation, so do call them back before the guarenteed time.

cheers

Phill

 

[JGOffshore]

I don't think you have to display your phone number on your website, although as a customer I never buy from a site that doesn't display a number but thats just me.

If you look here http://www.companieshouse.gov.uk/companiesAct/implementations/oct2008.shtml I believe these are the legal requirements.

Julie

Yes, you try finding a telephone number on eBay.co.uk

 

[ServersandSpares]

Ebay.co.uk administation office number. 020 8605 3000

 

[Maslins]

The key difference is that ebay have been around for ages, and are a big corporation, so you feel safe with them anyway.

Most of the members of this forum however are trying to get punters who found them through google or similar to buy from them. The potential punters probably haven't heard of your business before, and want comfort that you're not a scammer. I firmly believe by having a local number (ie 01... or 02...) it makes you look far more trustworthy as a business.

I've recently (reluctantly, as I'm out & about a lot) put a landline number on my website, as some of the feedback I was getting was that people didn't like only seeing a mobile number. Like with you though, I'm not sure how well it will go down if it's rarely answered (I'm currently looking into call forwarding type options but they're pretty expensive once you've added the landline to mobile call cost).

Having said that, my business is obviously very different to yours. If you work in IT why not make a joke out of it "Here's my number but I'm an IT geek and am scared of talking to real people, please e-mail xxx@xxx instead"....just a thought, probably wouldnt' help promote professionalism.

 

[JGOffshore]

Ebay.co.uk administation office number. 020 8605 3000

Have you tried getting through to a human being? Never mind one who has any idea what they are talking about?

 

[ServersandSpares]

Have you tried getting through to a human being? Never mind one who has any idea what they are talking about?

Never had the need to, to be honest, as never had a problem with eBay myself, so thought I'd just give it a go.

Went through on option 3 to marketing, and had a nice chat about marketing options on my personal account, rather than business. Spoke to a lady called Emma, who told me about the options of switching to a shop format, the costs involved etc. Of course, it's not something I'll be doing as already have a business account, but she was helpful and informative.

Of course I'm well aware that its a big corporation, and that in itself can often mean you take pot luck when you make a call as to the level of service you receive.

The whole point is though that there is a phone number you can contact, and you can speak to a real person, although as was said earlier by Maslins, as it is such a big corporation, it tends to be trusted, just like Tesco Online, (can never get a real person there) but people still buy. The difference is that would you buy from somebody you have never heard of or have never heard a recommendation for, if you can't get hold of them on the phone first, especially if it's a sizeable value order? I wouldn't but that is just me, a lot do I'm sure and I'm sure it also depends on the type of goods also.